Telstra Scam Protect

Telstra Scam Protect (“Scam Protect”) is a free fraud mitigation security feature that is part of your Everyday Mobile plan. If a suspected scam call is trying to make its way through, Scam Protect will alert you and display a message in real time on your mobile phone using the Caller Name Display feature. Scam Protect is designed to enhance your security by helping you decide when it's better to decline or send an incoming call to voicemail.

What are the new warning messages and what do they mean?

These are the list of new Calling Number based warnings that will be displayed on your mobile phone if a suspected scam call is detected:

• Warning: Potential Fraud (High risk call)
  This warning message is displayed for suspicious high-risk calls or calls that have a higher risk of being a Scam or Spam. It helps you stay alert and cautious before answering the call.


• Unverified: Overseas Call (Calls originating from overseas with an Australian number)
  This warning message indicates that the incoming call is originating from outside Australia. This warning is intended to alert you to the potential risks associated with calls originating from outside Australia, for spam or fraudulent activity.


• Warning: Suspicious Calling Pattern (Potential high-risk call for which caution is recommended)
  The warning message appears when Telstra detects an unusual calling pattern that might indicate spam or fraud. This warning alerts you to be cautious before answering the call.

Will all calls show these warnings?

No, only certain calls identified by Telstra as using spoofed numbers or calls exhibiting suspicious patterns will trigger the warnings. Telstra cannot provide any assurance that the relevant call is definitely Scam/spam or fraudulent, nor can Telstra guarantee that all Scam/Spam or fraudulent calls are indicated with the warning.

Can I opt-out of Scam Protect?

At this time, there is no option for individual customers to opt out of receiving the warnings, as these are part of the overall security and identification enhancements deployed by Telstra.

Will Scam Protect work for all phones and devices?

Warning messages will display on most modern mobile phones. Devices which have limitations (e.g those with small screens) may result in the warning message not presenting fully.

Will the Scam Protect prevent me from receiving spam, scam or fraudulent calls?

Scam Protect is designed to alert you to potential Scam/spam or fraudulent calls, but it may not completely prevent such calls from coming through. It acts as a warning to let the end user know about possible Scam/spam or fraud.

This helps you to recognise suspicious calls and reminds you to be careful before answering. While it aims to improve your awareness, it's still important for you to stay alert and take extra precautions. Telstra cannot guarantee that all Scam/spam or fraudulent calls are indicated with the warning message.

Will the Scam Protect be able to identify ALL spam, scam or fraudulent calls?

Our warning messages are designed to alert you to calls that may have spoofed numbers or exhibit unusual calling patterns, but some Scam/Spam or fraudulent calls may not trigger these warnings. Hence, Telstra cannot guarantee that all Scam/Spam or fraudulent calls will be captured using this feature. As such, you should remain vigilant and exercise caution when receiving calls from unknown numbers.

Does Scam Protect override contact information saved on the handset?

No. If your contact numbers are stored in a phone book or controlled by other applications on your device, these will not be overwritten by Scam Protect's text. A display name is the name of a contact that appears on your phone's screen when you receive a call.

Will Scam Protect affect my call experience?

Scam Protect is designed to enhance your call experience by providing warnings for potentially fraudulent or suspicious calls. It does not affect the quality of your calls.

How will Scam Protect work with my phone's built in 'suspicious call' feature?

Some phones may have an inbuilt 'suspicious call indicator' that is similar to Telstra's Scam Protect feature. Scam Protect is auto-installed on your mobile service. It will not overwrite or interfere with your phone's 'suspicious call indicator' which will have been installed by the phone manufacturer.

What can I do if my mobile number is being displayed incorrectly with a warning message ?

Please get in contact with us for further assistance.

Who will be able to see these warnings?

Only customers using the Telstra Network (such as Everyday Mobile from Woolworths) will see these warnings, subject to device capability.

Do Scam Protect warnings work across other carriers?

No, the new warning messages are limited to Telstra's Network.

Will Scam Protect warnings work when I am roaming overseas?

The new warning messages may be visible in some roaming locations where VoLTE technology is supported by the roaming partner network, subject to any limitations that may exist in those networks.